Manager, End User Services

Reports to: SVP, Head of Core Infrastructure & Platform Engineering

Total Compensation: $130,000

Direct Reports: 5

Job Purpose

The Manager, End User Services is a key leadership role responsible for the management and daily operations of the Help Desk team and all end‑user support services across the organization. Reporting directly to the SVP, Head of Core Infrastructure & Platform Engineering, this role serves as the operational interface that enables employees, stakeholders, and clients to function securely, efficiently, and in full regulatory alignment.

This leader oversees a team of five direct reports, drives high‑level problem resolution, ensures hardware/software maintenance and compliance, and provides basic network support. The Manager, End User Services is accountable for timely and accurate customer service, effective ticket queue management, and the implementation of best practices across the IT support function.

This is a hands‑on role that blends operational execution with people leadership. The manager will directly contribute to technical support tasks while owning the operations, execution, and continuous improvement of services that impact every employee and technology stakeholder across the organization.

Job Responsibilities

General Support

• User Support: Provide support to internal and external users across access, desktop experience, and mobile applications via phone, email, or live chat.

• Escalation Management: Serve as the primary escalation point for complex technical issues.

• Hands‑On Troubleshooting: Deliver in‑person and remote support for hardware, software, and basic network issues for both standard and concierge‑level users.

• System Maintenance: Oversee or perform installations, upgrades, and maintenance for virtual desktops, laptops, workstations, printers, A/V equipment, and peripherals.

• Asset Management: Manage IT assets from acquisition through disposal, ensuring software licensing and endpoint protection remain current.

• Onboarding/Offboarding: Manage user setup processes including Active Directory, Azure AD, hardware provisioning, and mobile device management.

• Compliance: Maintain and mature endpoint compliance, access governance, audit readiness, and evidence collection.

• Regulatory Support: Support internal and external audit engagements related to corporate technology services; act as a point of contact for auditors and regulators.

Team Leadership & Operational Excellence

• Lead Support Staff: Manage, mentor, and evaluate a team of five Help Desk professionals, fostering a culture of accountability, technical excellence, and continuous improvement.

• Customer Focus: Build strong relationships with end users through in‑person interactions and structured feedback mechanisms.

• Recruit & Train: Hire and train new team members; provide ongoing development to strengthen technical and soft skills.

• Process Improvement: Establish and maintain support metrics, SOPs, best practices, and troubleshooting documentation to reduce turnaround times and ensure consistent, high‑quality service.

• Cross‑Functional Collaboration: Partner with asset owners and corporate technology engineering teams to share insights and identify improvement opportunities.

• Governance: Define team OKRs and KPIs aligned to organizational priorities; report regularly on service health, project status, and risk posture.

• SLA Compliance: Monitor ticket queues to ensure KPIs and SLAs are consistently met.

• Vendor Management: Serve as liaison with hardware and software vendors to resolve technical issues.

Job Qualifications

Essential

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• 10+ years of experience in corporate IT, infrastructure, or technology operations, including at least 5 years in a management or supervisory role.

• Proven hands‑on expertise with desktop virtualization technologies such as Windows 365 Cloud PC, Azure Virtual Desktop, VMware Horizon, or similar platforms.

• Strong leadership skills with the ability to motivate teams, manage workloads, and foster collaboration.

• Excellent interpersonal, conflict‑management, and written/verbal communication skills.

• Proactive approach to resolving user issues and improving service delivery.

• Strong working knowledge of endpoint security tools (e.g., SentinelOne, Defender), identity frameworks (Kerberos, Azure AD, Credential Guard, MFA), and Microsoft 365 ecosystems.

• Solid understanding of compliance and regulatory requirements in financial services, including vulnerability management, audit support, and regulatory reviews.

• Ability to translate technical complexity into clear business language for executive audiences.

• Demonstrated ability to manage multiple competing priorities in a fast‑paced, delivery‑focused environment.

Desirable

• Experience with enterprise security and compliance frameworks (ISO 27001, SOC 2, NIST, FCA/SEC environments).

• Exposure to data privacy regulations, including financial sector requirements.

• Background in vendor contract negotiation and technology procurement.

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